Handcrafted with love in Australia 🇦🇺

Service Policy

Last updated: December 2, 2024

1. Service Overview

At Hilda-Maria's Handmade Gifts, we are committed to providing exceptional service for all your handmade gift needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our artisanal products and services.

2. Customer Support Services

2.1 Contact Methods

  • Email: sales@hilda-maria.com
  • Phone: +61 2 8236 5680
  • Address: 3 Bartlett St, Preston VIC 3072, Australia

2.2 Support Hours

Our customer support team is available:

  • Monday to Friday: 9:00 AM - 5:00 PM AEST
  • Saturday: 10:00 AM - 3:00 PM AEST
  • Sunday: Closed

3. Product Services

3.1 Available Services

  • Custom candle creation
  • Soap customization
  • Product replacement
  • Gift wrapping
  • Personalized packaging
  • Bulk orders

3.2 Service Timeframes

Standard service times:

  • Assessment: 1-2 business days
  • Custom orders: 5-7 business days
  • Bulk orders: 10-14 business days
  • Special requests: 7-10 business days

4. Warranty Services

4.1 Standard Warranty

All products purchased from Hilda-Maria's Handmade Gifts come with:

  • 30-day satisfaction guarantee
  • 60-day warranty against manufacturing defects
  • Free replacement for damaged items (reported within 7 days of delivery)

4.2 Extended Care

Additional services include:

  • Product care guidance
  • Storage recommendations
  • Usage instructions
  • Maintenance tips

5. Custom Services

5.1 Product Customization

  • Custom scent blending
  • Personalized packaging
  • Corporate gifting solutions
  • Event-specific collections
  • Seasonal specialties

5.2 Educational Services

  • Candle making workshops
  • Soap crafting classes
  • Product care seminars
  • Private crafting sessions

6. Quality Assurance

Our commitment to quality includes:

  • Professional assessment of all products
  • Quality testing before shipping
  • Satisfaction guarantee
  • Follow-up customer care
  • Product usage guidance

7. Service Requests

7.1 How to Request Service

  1. Contact our support team via phone or email
  2. Describe your requirements
  3. Receive a service assessment
  4. Review and approve proposal
  5. Schedule service if needed

7.2 Required Information

  • Product name and type
  • Purchase date and order number
  • Detailed description of requirements
  • Preferred timeline
  • Special instructions if any

8. Service Guarantees

We stand behind our services with:

  • 100% satisfaction guarantee
  • Quality craftsmanship
  • Natural ingredients
  • Environmental responsibility
  • Professional service

9. Updates to Service Policy

Hilda-Maria's Handmade Gifts reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.